Analysis of ground services quality perception with servperf scale: A research on passengers using Istanbul airport and Istanbul Sabiha Gökçen airports

Ground handling management is a component of the aviation industry. When the studies are examined, although there are studies on the perception of ground handling service quality, in this study, the perception of the service offered by ground handling companies in the eyes of passengers has been tried to be evaluated. Ground handling services have the potential to affect the perception of airport and airline service quality in the aviation industry. Because passengers often perceive ground handling services as a service of the airline or the airport. At this point, it has the feature of being one of the critical points affecting preferability. Measuring the quality perception of the service in terms of passengers is considered important in terms of affecting the preferability and reputation of both the airline and the airport. The data of this study were obtained from 397 adult passengers using Istanbul Airport and Istanbul Sabiha Gökçen Airport for domestic travel. It is aimed to evaluate the performance of the ground services in terms of service quality received by the passengers included in the scope of the research by using the SERVPERF scale. In the study, the perception of quality for the services offered to the passengers was tried to be evaluated. As a result of the study, it was concluded that there is a significant difference between age and the perception of service quality. It was determined that this difference occurred in the dimension of 'Reliability' in the participants between the ages of 51-60 and over 61 years old. It was determined that there was a significant difference between gender and the perception of service quality in the dimension of 'Empathy'. It was determined that the significant difference between the education level and the perception of service quality was in the dimension of 'Empathy' in the participants at the 'high school and below' and 'associate degree' education levels. A significant difference between the frequency of travel and the perception of service quality was found to be in the dimension of 'Responsibility' between the passengers traveling 'once a week' and 'once a year'.